Sandra Holt

Responsible for overseeing and managing the process of filling and resolving claims related to lost, damaged, or delayed shipments in the Courier and Logistics Industry.

Along with overseeing and managing resolution of issues related to damaged shipments.

Key Responsibilities included:

Team Leadership - Manage and oversee the claims and damages teams to ensure that they were abiding by processes for the management of claims and damage assessment for customers while maintaining the end to end processes.

Claims Management - Managing end to end process of handling claims, from receiving customer claims to investigations and resolutions escalations.

Damages Management - Maintaining damages process was adhered to around the country. Ensuring the end to end process was followed which included communication to customers regarding their damage freight within a timely manner.

Investigation - Ensured that thorough investigation into the circumstances of each case. This involved reviewing of completed customer services investigation team case notes, inspecting of damage goods and gathering further evidence to determine liability for the claim.

Communication - Maintaining open and effective communication with both external and internal customers (Fleet, Couriers, Depot and Sales) to provide updates on the status of claims and expected resolution timelines.

Resolution - Collaborating with relevant parties, such as external and internal customers and stakeholders to reach a fair and timely settlements. This involved negotiating compensation settlements, if warranted, arranging replacements, or facilitating repairs.

Documentation - Keeping meticulous records of investigations, claims, and resolutions for reporting auditing and compliance purposes.

Prevention - Identifying patterns or trends in shipments issues and working with either external or internal customers, and stakeholders to implement measures, such as improvement of packaging, handling procedures and addressing issues,

Customer Services - Addressing customers inquiries and concerns in relation to lost, damage or delay shipment claims. Providing assistance and ensuring a positive outcome throughout the claims process.

Cost Management - Managing budget allocated for claim settlements and striving to minimise financial losses while meeting customer satisfaction goals, Recharging liability to the party at fault, such as Fleet, Depots and Processing,

Compliance - Ensured that all claims were handled in accordance to company policies, including any specific procedures, and industry regulations (Contract and Commercial Law Act 2017, Consumer Guarantees Act)

Training and Development - Trained and Supervision of staff involved in the claims and damage processes to ensure consistency efficiency in handling of a claim or damaged item.

Responsible for ensuring the safe and to,timely delivery of packages and goods by Courier Services. Investigating and resolving issues related to lost, damaged, or delayed shipments.

Key Responsibilities included:

Customer Service - Addressing Customer inquiries and concerns related to shipments, providing assistance and ensuring a positive customer experience through out the Investigation process.

Investigation - Thoroughly examining cases or lost, damage and delay of customer freight.

Communication - Maintain open communication with Customers, Couriers. Fleet and any other relevant stakeholders to provide updates on investigation progress and resolution timelines.

Resolution - Collaborating with Couriers to recover lost items, and arrange with customer for replacements for lost or damage items to their customers.

Documentation - Keeping meticulous records of investigation and resolutions for auditing and reporting purposes.